SupportPro is Duravant’s brand for service, our customer’s global source for parts and service support. We are a connected service organization for the operating companies under the Duravant family. Our family of companies includes nVenia, FMH Conveyors, Key Technology, and many more. SupportPro becomes a partner to our customers for equipment support and performance optimization on a global scale, with a diverse portfolio of service and support offerings. This fast growing organization aims to be the premier customer support organization and offers the right candidate the opportunity to help build and shape this growth engine while having the backing of a parent organization.

The After Market Services Coordinator is responsible for triaging all incoming calls to nVenia and SupportPro as well as providing administrative support to our aftermarket staff. The role will accept and triage all incoming phone calls to nVenia and SupportPro. The key objective for this person is to ensure a virtually immediate contact for all incoming calls and be responsible for case management.

The After Market Services Coordinator will maintain a professional attitude, demonstrate pro-active characteristics and dedication to delivering exceptional customer experience according to company procedures.

Essential Responsibilities:

• Escalate dissatisfied customers in accordance with the nVenia escalation process.
• Responsible for initiating surveys following each service call using Survey Monkey
• Manage the Customer Master database by creating new and updating existing records in ERP and CRM
• Manage the distribution of inbound SupportPro emails, monitor the timely entry of all inbound quote requests, and ensure daily entry of all POs.
• Manage the distribution of inbound SupportPro emails and requests to each CSR
• Monitor the volume of cases per CSR
• Monitor and update orders in all customer portals on a daily basis.
• Download and distribute all on-line orders as they are received.
• Coordinate Customer Service team schedules to maximize availability of phone support.
• Leverages customer interaction opportunities to uncover and develop leads for all SupportPro departments.
• Focus on excellence in all aspects of daily duties to support customer satisfaction

• Follow, support and contribute pro-actively to the ongoing improvement of our company policies, procedures and processes.
• Enter new customer information and update customer contacts in the company CRM as needed.
• Order tracking and status including follow up with purchasing and update customer

Position Specific Competencies:

As our CSR you will be responsible for providing customer service excellence with every customer interaction. You will assist customers to identify the correct part and/or solution for their needs, sell the solution and process the orders for prompt delivery. Specific responsibilities include:

• Responsible for delivering a personalized customer experience by understanding customer needs, providing solutions and ensuring that that solution is delivered accurately and promptly.
• Assist customers with technical issues, find the correct solution and/or parts for their equipment (needs), sell the solution/parts and quote prices via the phone, fax, or e-mail promptly and accurately.
• Assist customers to identify the parts they require for their specific machines utilizing the ERP system, Bill of Material system, machine manuals and assembly and part drawings.
• Assist customers in troubleshooting technical problems. Work closely with the Field Service, Final Assurance and Engineering to solve customer issues.
• Follow-up on open quotes by contacting customers in order to complete the sale.
• Process customer quotes and sales orders quickly for prompt delivery.
• Ensure that every customer is well informed on all SupportPro offerings that apply to their equipment.
• Follow up customers needs via e-mails, promotional materials, marketing literature, quotes, etc.
• Execute special promotional offerings by explaining to customers the benefits and value of the promotion.
• Pro-actively place calls to targeted customers in order to promote SupportPros offerings. Document calls in CRM.
• Work with Materials team to ensure parts are shipped timely and parts are returned.
• Assist Accounting with collection efforts when input from the parts team is required.

POSITION SPECIFIC COMPETENCIES:

• Customer Focused
• Communication proficiency (written and oral)
• Professional and customer friendly telephone manner
• Teamwork
• Technical Aptitude
• Technical Knowledge
• Proficiency in blueprint reading
• Accuracy of order processing
• Computer proficiency - Word, Excel, Safeforce, ERP
• Proficiency in multi-tasking in a fast-paced environment

POSITION REQUIREMENTS:

• Minimum Associates Degree preferred
• Knowledge of machines and machine components
• Prior experience in a manufacturing environment preferred
• Inside sales experience

We offer our staff a competitive salary and comprehensive benefits package including Medical, Dental, Vision, Flexible Spending Account including Dependent Care, Health Savings Account, Life Insurance, Short Term Disability, Long Term Disability, 401-K, Paid Time Off, and Paid Holidays.

Duravant provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.